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Sr. Contact Center Rep

Job Summary

The Senior Contact Center Representative is an elevated frontline role responsible for providing prompt, exceptional, and specialized customer service and support for all Ancora brands, verticals, departments, and partnered schools, actively engaging customers and staff across all communication platforms (phone, chat, text, and social media) to ensure comprehensive omnichannel support. This position not only handles all standard inbound inquiries and executes outbound calling utilizing appropriate resources, but it also carries advanced responsibilities, including consistently exceeding individual KPI metrics, providing direct support to Ancora High School students, assisting customers through the full FAFSA application and related financial aid questions, and expertly managing and effectively de-escalating calls while ensuring complete follow-up is provided to appropriate parties. Furthermore, the Senior Representative assists with specialized campaigns across all platforms and supports required Contact Center strategic projects, while actively participating in ongoing training and individual coaching to maintain and set the benchmark for high performance.

Key Responsibilities

An employee performing functions of this tier is expected to perform the functions of a Tier I and 2 representative as well as the following job duties and expectations:

Tier 1
- Obtains customer information (e.g., name, address, etc.) to support callers.
- Completes transactions and enters data accurately into the system.
- Documents details of all interactions with customers and actions taken to maintain appropriate data.
- Schedules appointments for Admissions representatives to meet with prospective students to tour the campus and provide career information.
- Responds to customer requests with a high level of quality and compassion via outbound calls, inbound calls, and email.
- Assist students with resetting passwords via an internal tool.
- Assesses customers’ needs to recommend appropriate actions and next steps.
- Interfaces with the Contact Center leadership, Admissions staff, peers, co-workers, students, and prospective students.
- Performs other duties as assigned by Contact Center leadership.

Tier 2 (An employee performing the functions of this tier is expected to perform the functions of a tier 1 representative as well as the following job duties and expectations).
- Responds to customer requests with a high level of quality and compassion through all omni-channel platforms (including phone, chat, text, email, and social media).
- Handles any escalated calls transferred internally and gathers the information to send to the appropriate contact.
- Able to support the Ancora Training, Ancora Academy, and Ancora High School business units by providing detailed support for prospective enrollees.
- On occasion, provides additional support to new hires during training, including job shadowing and peer observation.
- Must maintain a Quality Assurance average of 80% or higher on evaluated calls.
- Assists the Help Desk team with basic troubleshooting for caller inquiries.

Senior Representative
- May assist with various projects assigned by Contact Center leadership as needed.
- Responds to customer requests with a high level of quality and compassion through all omni channel platforms (including phone, live chat, text, email, and social media).
- Assists with more complex calls, providing additional support to other departments as needed.
- Assists students in the completion of their financial documents (i.e., FAFSA, Master Promissory Note, Entrance Counseling, verification documents, etc.) over the phone.
- Must maintain a Quality Assurance average of 90% or higher on evaluated interactions.

Experience and Education Required

High School Diploma or equivalent
1-3 years of contact center experience
Maintain top 25% team performance for three consecutive months.
Maintain an average QA score of 90% for three consecutive months.

Experience and Education Preferred

Associate’s Degree

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Prolonged periods sitting at a desk and working on a computer.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is usually not exposed to weather conditions. The noise level in the work environment is usually moderate.

Note

This is not necessarily an exhaustive list of all responsibilities, skills, duties, or requirements associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

I have read and understand the above job description. I further understand that this is not an all-inclusive list and does not constitute a contract. My employment remains at will as with all employees of Ancora Education.

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